Other Patient Experience-Adult Inpatient Measures



Communication with Nurses

What are we measuring and why?

As part of a survey about their experience at Massachusetts General Hospital, patients are asked the following three questions about their interactions with nursing staff:

  • During this hospital stay, how often did nurses treat you with courtesy and respect?
  • During this hospital stay, how often did nurses listen carefully to you?
  • During this hospital stay, how often did nurses explain things in a way you could understand?

The answers to these questions help us identify areas in which our staff’s communication skills are strong, as well as areas in need of improvement.

How are we doing and how do we compare to best practice?

Eighty-five percent (85%) of MGH inpatients surveyed indicated that nursing staff "always" communicated well with them. This exceeded the current Centers for Medicare & Medicaid Services (CMS) national average of 80% and Massachusetts state average of 81% (Apr 2017 - Mar 2018 data for both benchmarks). Our goal is to communicate well during every clinical interaction. The nursing team is focused on improving communication in each patient care unit.

  • Current Scores
  • Scores Over Time
  • Higher values are better
81% 80% 85%

MGH Source: Hospital Consumer Assessment of Healthcare Providers and Systems (HCAHPS) Adult Patient Experience Survey administered by Quality Data Management
Comparison Group Source: CMS HCAHPS survey

MGH: Jan-Mar 18
CMS: Apr 17-Mar 18

83 84 82 84 84 85 84 85 81 81 81 81 81 81 81 81 80 80 80 80 80 80 80 80

MGH Source: Hospital Consumer Assessment of Healthcare Providers and Systems (HCAHPS) Adult Patient Experience Survey administered by Quality Data Management
Comparison Group Source: CMS HCAHPS survey



What are we doing to improve?

The Communication with Nurses measure encompasses several important aspects patient experience, including the extent to which patients perceive that their nurses are listening carefully, explaining things clearly, and acting in a courteous and respectful manner. We recognize that these communication skills are central to shaping the overall experience of care and provide support to nursing staff through course offerings and additional resources.

 

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